Internal instant messaging is a great tool for Agents and Supervisors to better collaborate and quickly solve customer issues!
The internal Messenger is displayed in the right sidebar of the Motion web interface, as you can see in the image below:
Let’s see a sample scenario…
One Agent is talking on the phone with a customer and needs help to solve an issue. He can easily get information via internal Messenger from another Agent or a Supervisor, instead of transferring the call!
This is a great benefit, since transferring calls can both cause customer frustration and agent decreased productivity.
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